NM3D Ibérica recently strengthened the digital capabilities of its website by making Íris available, the company's new Artificial Intelligence Assistant, and the Portal de Cliente, two tools developed to make interaction with the company simpler, faster and more accessible.
Integrated into NM3D Ibérica's digital transformation strategy, these solutions bring technology closer to the needs of customers and visitors, facilitating access to information, process tracking and the routing of requests to the company's teams.
Context and challenge
An assistant available 24 hours a day
Íris is available via the Live Chat on NM3D Ibérica's website, allowing visitors and customers to get support immediately, 24 hours a day, 7 days a week.
The assistant is prepared to interact in Portuguese, Spanish and English, easing contact with users from different markets and enabling more accessible communication.
Its role is to support customers in consulting information, making requests and following up on ongoing matters, answering simpler questions directly and routing to the NM3D Ibérica team whenever the situation requires commercial or technical intervention.
It does not replace follow-up by the teams. It functions as a new support channel, capable of responding immediately and directing each situation to the most appropriate person or team, whenever necessary.
Personalised information with validation
One of Íris's features is the ability to provide information related to a company or customer upon validation of the respective identity.
For this purpose, the user can identify themselves using data such as the registered email address, the company's NIF or the number of an order, proposal or invoice.
This validation allows distinguishing between general information and private information, ensuring that data associated with the company are only shown after the user's identity has been confirmed.
In this way, Íris can provide more personalised support while simultaneously ensuring greater control and security in information access.
The solution or technology
Information lookup and process tracking
After validation, Íris can assist in consulting different information related to the customer's activity with NM3D Ibérica.
Available content includes proposals and orders, invoices and payments, shipments and deliveries, support requests, ongoing projects and services, installed equipment and brands and products represented.
This capability allows gathering in a single point of contact information that previously might have required different queries or interactions.
Íris responds based on available information and, whenever there is insufficient data or uncertainty, the matter may be routed to the NM3D Ibérica team.
Make requests more simply
In addition to consulting information, the assistant also allows making different requests directly through the Live Chat.
Options include requesting a quote, opening a technical support request, requesting a demonstration, sending documents or photographs and adding information to an existing request.
It is also possible to update contact details and confirm certain actions through explicit validation, making interaction with NM3D Ibérica more direct and reducing steps in the process.
When an issue requires a commercial or technical decision, when identity cannot be confirmed or when there is insufficient information to respond safely, Íris routes the matter to the NM3D Ibérica team.
Results and benefits
A new way to access NM3D Ibérica's solutions
With areas of activity covering industrial metrology, additive manufacturing and robotics, NM3D Ibérica provides a diversified set of equipment, technologies and solutions.
In this context, Íris emerges as a complementary tool to facilitate access to information and help users identify the solutions best suited to their needs.
By interacting with the assistant, a visitor can present a specific need, clarify a technical question or request commercial information, thus initiating contact with the company more easily.
This approach makes the initial contact faster, more directed and more accessible, while maintaining the involvement of specialised teams whenever the situation justifies it.
Portal de Cliente: centralised information in a single space
Alongside the introduction of Íris, NM3D Ibérica also made the Portal de Cliente available, a reserved area intended to centralise information related to each customer's projects and processes.
Through this space, it is possible to consult and track projects, documents, invoices, requests, tasks, timesheets and support requests, among other content provided by the company.
The Portal de Cliente also allows consulting information regarding invoices and payments, orders and proposals, support requests and the company's activity and services, acting as a space complementary to the support provided by Íris.
Thus, the two tools assume distinct but complementary roles: Íris facilitates immediate contact and information retrieval via the Live Chat, while the Portal de Cliente centralises, in a reserved area, the information and the tracking of the relationship with NM3D Ibérica.
Technology at the service of the customer relationship
The implementation of these new solutions represents another step in NM3D Ibérica's commitment to digitalising its processes and continuously improving the customer experience.
The permanent availability of Íris, the possibility of interaction in different languages, identity validation to access private information and the ability to route cases to the company's teams create a new digital contact point that is more immediate and structured.
In turn, the Portal de Cliente provides greater autonomy in accessing information and tracking processes, contributing to a more organised and transparent relationship.
How NM3D can help
Two complementary tools for a more complete digital experience
With Íris and the Portal de Cliente, NM3D Ibérica strengthens its digital channels, allowing customers, partners and visitors to interact with the company, consult information, make requests and follow their processes more simply and efficiently.
More than a technological website update, these solutions reflect an approach focused on greater speed, autonomy, organisation and transparency, putting technology at the service of the relationship between NM3D Ibérica and its customers.
The company thus continues to invest in digital innovation to complement the technical knowledge of its teams and provide an experience that is ever closer, more efficient and adapted to the needs of industry.
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Discover Íris and find a new way to interact with NM3D Ibérica.